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19-54 Statistics groups
Table 19-2
Overflow statistics fields
Menu # and Entry
Column Heading
Graph Heading
Description
Formula
27. Percentage of calls that queue-count overflowed
QOF
%
QOF %
This represents the percentage of all calls received that were queue-count overflowed to this ACD-DN,
regardless of whether the calls were answered or abandoned.
(Num QOF Calls
28. Number of network time overflowed out calls
NTOF
OUT
CALLS
NTOF Outclls
This represents the total number of network time overflowed calls transferred out of this ACD-DN and
answered by agents of another ACD-DN (available with Network ACD Option).
Num NTOF Out Calls
29. Number of local time overflowed calls
LTOF
CALLS
LTOF Calls
This represents the total number of local time overflowed calls that were answered by agents of this
ACD-DN (available with Network ACD Option).
Num LTOF Calls
30. Number of network time overflowed calls
NTOF
CALLS
NTOF Calls
This represents the total number of network time overflowed calls that were answered by agents of this
ACD-DN (available with Network ACD Option).
Num NTOF Calls
P0724352 Standard 1.0
100)
(Calls Answered + Calls Abandoned)
November 1994
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